When a client arrives for her dog's checkup, the receptionist asks, "Do you need any heartworm preventatives today?" Oops, those are wiggle words because the question is a yes-or-no choice. Don't ask--tell! Look in your practice-management software to see when preventatives were last purchased and how many doses were sold. If only a few remain, proactively refill the prescription. Say, "Mrs. Smith, Max has one dose left of his heartworm preventatives. Let me tell you about our rebates so you can save the most."
Your employees talk with 30 or more pet owners every day. Veterinarians, technicians and receptionists may be using wiggle words that result in no treatment or delayed care for necessary medical procedures. Conversations in the lobby and exam rooms are opportunities to promote preventive care and to guide clients' treatment decisions. A wishy-washy approach may cause pet owners to say no.
Join me Thursday, June 21 at 12 to 1 and 3 to 4 p.m.ETfor two live webinars on "Are your wiggle words killing compliance?"What you'll learn:
Discover makeovers for wiggle words that will improve compliance
Get scripts that guide clients' decisions
Steer pet owners to book progress exams, procedures and follow-up care
Lead clients to refill preventatives and chronic medications
Use body language and teaching tools to persuade clients to say yes
This training program includes:
Live and recorded webinars
1 hour of CE credit
Unlimited playback of recorded webinar
Not available June 21? Your enrollment includes unlimited playback of the recorded webinar, so your team may learn at its convenience.
Training tip: Partner with a favorite vendor. Ask a pharmaceutical or distributor sales professional to sponsor this training and host the webinar along with lunch for your team. Questions? Call 720-344-2347 or email firstname.lastname@example.org.
Special guest co-instructor: Wendy S. Myers, CVJ, of Communication Solutions
for Veterinarians has invited Dr. Ryane E. Englar, DABVP, an assistant professor and clinical education coordinator for Kansas State University College of Veterinary Medicine, to co-teach this course. Wendy will focus on client communication when discussing anesthesia while Dr. Englar will share clinical research and studies along with tips to have confident conversations.
When clients overshare during calls to schedule appointments, redirect conversations and show you're listening. If a client begins a lengthy description of her dog's symptoms, wait until she completes the sentence and interject with, "Let me make a brief note for the doctor about your dog's symptoms. He will want to hear all of the details about the symptoms directly from you."
The word "brief" communicates you're listening and explains why you need basic information. Sharing that the doctor will need details encourages her to save specifics for the time of the exam.